LiveAgent is an all-in-one customer care platform developed to help business with producing digital-first client assistance techniques.
The service assures to assist business respond to client questions much faster, solve more issues, and boost client complete satisfaction.
Users can get in touch with customers on practically any channel through a multi-channel toolset, leveraging chat, online forums, calling abilities, social networks, and even video calls.
LiveAgent supports more than 200 native combinations with sales, marketing, and service tools such as Salesforce, Shopify, and Pipedrive.
According to LiveAgent, business utilizing the platform can increase their revenues by roughly 48%, increase problem resolution by 56%, and conserve as much as 95% more money and time on customer care efforts.
Additionally, LiveAgent makes sure companies can produce and execute an omnichannel client experience method to thrill a more comprehensive variety of consumers.
We have actually evaluated various live chat tools to LiveAgent in the past and consider this option to be a reasonably thorough, user friendly, and practical platform.
Here’s whatever we found when checking the functions and abilities of LiveAgent.
Our Decision: Is LiveAgent Worth It?
LiveAgent is an extensive and feature-rich platform perfect for business buying the brand-new age of digital customer care. The platform rapidly and easily merges all the tools you utilize to get in touch with consumers into one user friendly environment. There’s even a complimentary choice for consumers leveraging the platform outside the totally free trial.
Nevertheless, there are a couple of prospective drawbacks to LiveAgent. Incorporating with particular third-party tools can be reasonably pricey, and the mobile app’s user interface might take advantage of some enhancements. Regardless of this, we would still suggest LiveAgent as an outstanding tool for omnichannel customer care.
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LiveAgent Secret Includes
LiveAgent is a robust customer care platform, providing a number of functions business can utilize to get in touch with consumers and line up assistance groups. The software application lets you quickly put chat boxes and e-mail ticketing systems on your mobile app or organization site.
Plus, you can produce knowledgebases for self-service, produce your own custom-made contact center, and take advantage of an extensive ticketing system for handling client questions.
When you register for an account (totally free or paid), you’ll see a tidy and easy control panel that guides you through each action of utilizing the platform.
The “Getting going” page mark off each job as you finish them, and clicking a tab offers you access to thorough assistance on how to do things like upload a logo design and include users to your account.
If you get stuck along the method, you can click the “Get Live Aid” button on the left-hand side to get quick support from an employee or the LiveAgent knowledgebase.
The core functions of the LiveAgent platform break down into the following locations:
Helpdesk Software Application
At the heart of the LiveAgent environment is an extensive helpdesk software application option. This is the part of the platform which catches all inbound interactions from various consumers, in one merged inbox.
You can take advantage of numerous platforms for client discussions, consisting of e-mail, call, messengers, and live chat (with the choice to tailor your own app).
The helpdesk software application likewise includes a helpful control panel, where you can track helpful details, such as the number of concerns have actually been addressed (according to a particular timespan).
You can establish leader boards for your representatives, to engage workers with gamification, track when staff member are online, and even organize personnel into various departments.
With your LiveAgent helpdesk, you can establish connections with whatever from client online forums, to email platforms (such as Gmail), social networks platforms, Slack, and video calling services. There’s even the choice to keep an eye on contact types in one practical location.
Ticketing Software Application
Beneath the control panel area on your LiveAgent application, you’ll discover the ticketing software application ingrained into the platform. The ticketing option consists of the LiveAgent merged inbox, where you can see all of your e-mails, talks, calls, social networks discusses and type reactions in one location.
With the ticketing software application, users can establish sophisticated automation guidelines and combinations, to make sure that assistance demands constantly reach the proper representative at the correct time.
You can likewise appoint ticket ownership at a representative or department level, and enable users to move tickets to other employee when needed.
LiveAgent can even immediately path tickets from returning consumers to the representative who handled their requirements formerly.
Infiltrating tickets is easy too, with the choice to arrange through demands by department, representative obligation, and more.
You can likewise appoint tags and status levels to tickets, to assist identify the demands most important to your organization and credibility.
Another terrific function is the internal tickets and notes ability, which enables you to produce tickets particular to your client assistance representatives. This is terrific if you require to monitor crucial details about consumers, or established suggestions for workers.
Live Chat Software Application
The live chat abilities used by LiveAgent are exceptional. They connect straight with the other tools in the LiveAgent environment, including your knowledgebase and ticketing software application.
Users can produce a personalized, ultra-fast widget which can be included immediately to any site or app with restricted coding understanding. Plus, the advanced chat tool includes a great deal of useful functions.
Within the Chat area of the platform, you can access instantaneous reports on chat load, chat accessibility, and representative accessibility. There’s even a tab to assist you monitor your shanty town compliance levels.
The chat system consists of wise chat routing abilities, the choice to establish proactive chat invites, and even visitor tracking abilities. Plus, you can set the chat widget up in numerous languages.
LiveAgent’s chat option is specifically developed to empower and combine representatives. Not just does it incorporate with a variety of merged messaging alternatives, however the option likewise includes the choice to establish canned reactions to accelerate service.
You can likewise immediately send out client complete satisfaction studies to customers after finishing a discussion.
LiveAgent deals a real-time typing view, which makes sure workers can track what consumers are typing prior to they send out a message.
The entire experience is extremely simple to utilize, providing an immediate summary of all chats in development, waiting, and finished.
The only drawback exists does not appear to be a choice for incorporating SMS chat with LiveAgent, which is a choice used by other contending brand names.
Social Network Customer Care
LiveAgent makes it simple for business to get in touch with consumers throughout practically any channel. Nevertheless, it’s especially proficient at lining up social networks interactions.
You can link Facebook, Instagram, Twitter, and other accounts to your control panel straight, and utilize the combinations to handle all sort of client discussions.
The LiveAgent inbox enables you to track client discusses associated to your brand name throughout social channels, react to remarks, and posts without leaving the platform, and more.
You can replay to Messenger messages through your ticketing system, track keywords on Twitter, and even handle your fans on Instagram in a matter of minutes.
Agents can likewise utilize LiveAgent to resolve problems through Viber, among the most popular social messaging platforms readily available today.
In addition, there are connections readily available for Slack, WhatsApp, and numerous other popular services too.
Calling and Contact Center
Unlike much of the live chat and customer care apps on the marketplace today, LiveAgent likewise includes its own contact center software application.
Leveraging VoIP (Voice Over Web Procedure), business can execute a hassle-free phone system into their client experience stack.
The VoIP option might not be as advanced as some alternative choices from leading CCaaS service providers, however it does consist of some useful functions, like wise call routing, ACD, recall demands, call transfers, and HD video calls.
You can likewise tape discussions for compliance and training functions. Business can establish particular numbers for various departments, and align their contact center software application with different gadgets, consisting of desk phones and soft phones.
There’s likewise an extensive call history area, where you can track details about calls, include notes to discussions, and more.
The calling services consist of assistance for internal calls, click-to-call and click-to-mail abilities, outgoing call centre software application, and customized routing. Other functions consist of:
- CTI (computer system telephone systems combination)
- In-app push alerts for calls
- Call logs and contextual records
- Automatic call circulation (ACD)
- Softphone combinations
- Interactive Voice Reaction (IVR)
Knowledgebase Software Application and Consumer Websites
For business seeking to enhance customer care options with self-service chances, LiveAgent likewise has a variety of functions to use here too.
The self-service client portal area on the platform enables you to take advantage of easy knowledgebase development tools, to assist consumers respond to concerns themselves, without the requirement for human assistance.
LiveAgent’s hosted knowledgebase and client portal option makes it possible for consumers to check out important details, Frequently asked questions, and other material at their own leisure.
The option includes an instinctive user interface, abundant full-screen editor, multi-language assistance, and an effective online search engine. You can likewise take advantage of custom-made styles to display your brand name, produce conversation boards and online forums for your customers, and gather feedback and recommendations from consumers immediately.
The knowledgebase and client portal software application from LiveAgent is simple to utilize and user-friendly. It includes assistance for classifications and tags, to assist you arrange your material and make it much easier to discover.
There’s even the choice to produce numerous knowledgebases for various services and products. LiveAgent users can even include images, audio files, recordings, and more to their posts.
Reports, Analytics, and Insights
On the back-end of the LiveAgent platform, business will discover a host of tools developed to assist them enhance their customer care levels, and combine groups.
There’s an extensive “Reports” tab, that includes insights into whatever from the variety of inbound messages you have actually gotten in a provided time, to how rapidly representatives are reacting to questions.
You can track metrics on a per-agent, per-department, or per channel level, and offer particular representatives rankings based upon their efficiency.
Agents can likewise track their own efficiency reports within the LiveAgent platform, to see whether they’re making development towards their objectives.
There’s likewise a helpful “Consumers” area on LiveAgent, where you can keep pertinent details about your customers.
Here, business can establish helpful profiles they can show their representatives whenever they get in touch with a client through any interaction channel.
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LiveAgent is a popular, user friendly, and thorough toolkit for customer care. The platform is overflowing with helpful functions and abilities, developed to empower your groups, and enhance your possibilities of providing an incredible client experience. Core advantages consist of:
Unified inbox: LiveAgent guarantees you can track important discussions with consumers throughout a host of channels, varying from social networks apps, to email, video, and your own live chat widget. You can even produce and link your own call center.
Ease of usage: The LiveAgent platform is exceptionally simple to utilize. Whatever is well arranged and easy to browse, so you will not require a great deal of training. Plus, there are detailed guides and knowledgebase posts to assist you along the method.
Ticket management: The ticket management functions of LiveAgent are exceptional. It’s simple to path discussions to representatives based upon their accessibility, ability level, department, and other elements. Plus, you can incorporate Facebook, Instagram, and Twitter with the system.
Reports and analytics: The reporting and analytics services consisted of in LiveAgent are informative and user-friendly. Producing custom-made reports is easy, and you can rapidly keep an eye on important metrics in seconds utilizing a live control panel.
Consumer websites: LiveAgent guarantees you can quickly offer self-service assistance to your target market with practical websites, online forums, conversation areas and knowledgebase posts. You can even classify posts based upon what they cover.
Representative engagement: Establishing brand-new users on LiveAgent is easy, and the back-end tools make it simple to keep your personnel lined up and engaged. You can even take advantage of types of gamification, such as leaderboards, to assist motivate healthy competitors.
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While I feel the advantages of LiveAgent exceed its drawbacks, there are some drawbacks you might require to be knowledgeable about when you’re getting going, such as:
Pricey combinations: Leveraging additional combinations with some channels and tools will need you to pay additional charges for the resources you’re utilizing. It deserves keeping this in mind when preparing your budget plan.
Knowledgebase style: While there are various styles and services readily available for personalizing your client websites and knowledgebase parts, the general styles are quite simplified.
Mobile apps: Although there are mobile apps readily available for accessing LiveAgent on the relocation, they’re not rather as user-friendly as the web-based apps.
LiveAgent Strategies and Prices
LiveAgent is an incredibly budget-friendly choice for smaller sized entrepreneur. There’s even a complimentary strategy readily available to entrepreneur after you finish your 2 week totally free trial.
This strategy consists of a 7-day ticket history, 1 inbound and 1 outbound e-mail account, 3 departments, 1 live chat button, 1 custom-made filter/agent option, a client website, and knowledgebase.
The paid strategies consist of:
Little: $ 9 per representative each month (billed every year): 1 inbound e-mail account, 3 outbound e-mail accounts, 1 live chat button, 10 departments, chat complete satisfaction studies, 1 API secret and combination, knowledgebase gain access to, customer care assistance and a white glove setup.
Medium: $29 per representative, each month (billed every year): Whatever in the Little strategy, plus 10 inbound and outbound e-mail accounts, call center assistance, 20 departments, IVR, item training, custom-made domain hosting, and 5 shanty town levels. You can likewise establish 20 occasion guidelines and 10 time guidelines for customer care automation.
Big: $49 per representative, each month (billed every year): All the functions of the Medium strategy, plus 40 inbound and outbound e-mail accounts, 50 departments, 3 WhatsApp accounts, multi-knowledgebase setup, senior account supervisor assistance, an 2 knowledgebases. You’ll likewise have the ability to take advantage of 100 occasion guidelines, time reports, 10 shanty town levels, and an audit log.
Business: $69 each month per representative (billed every year) for all the functions of the Big strategy, in addition to top priority assistance, helped WhatsApp combination, custom-made billing setup, arranged release management, and a devoted account supervisor. You’ll likewise get routine service evaluation calls and reports, a multi-levelled knowledgebase, helped channel combination and the choice to establish 40 custom-made functions for workers.
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How Does LiveAgent Compare To Other Chat Software application?
LiveAgent Vs LiveChat
LiveChat is another popular multi-channel customer care tool, with much of the exact same functions as LiveAgent.
The platform incorporates with a big variety of platforms and tools, and it includes some terrific bonus offer functions, such as substantial compliance and security abilities, and some wonderful Android and iOS apps.
LiveChat likewise supports users in the development of automated chatbots, which is a function you do not get with LiveAgent.
Nevertheless, LiveChat is a fair bit more pricey than LiveAgent, making it less available to newbies.
While LiveAgent provides much better worker engagement tools, it does not use the exact same client engagement includes as LiveChat, such as “eye-catchers”.
LiveAgent Vs Tidio
There’s a great deal of overlap in between LiveAgent and Tidio in regards to functions and performance. Tidio has its own unified inbox for handling client discussions throughout a variety of channels.
Nevertheless, it does not support rather as numerous channels as LiveAgent. Solutions like phone contact and knowledgebase self-service aren’t used by Tidio.
Tidio does have its own automatic e-mail marketing option, which enables business to construct and modify design templates for automated e-mail workflows within the platform. It likewise includes integrated e-mail address recognition.
LiveAgent does make it possible for business to get in touch with customers throughout more channels and platforms.
LiveAgent Vs JivoChat
JivoChat is an outstanding omnichannel customer care platform. It empowers workers to react to a variety of client questions throughout various channels in one environment.
What’s more, it includes some terrific sales improving functions, such as in-chat item sharing, and automated upselling and cross-selling workflows.
JivoChat take advantage of exceptional security functions, consisting of end-to-end file encryption and security functions. Plus, users can take advantage of immediate call-backs, automated translation and more.
Nevertheless, there aren’t as numerous alternatives readily available for canned and automated reactions. Plus, personalizing JivoChat can need a little bit more designer understanding than you ‘d require to change LiveAgent.
LiveAgent User Evaluations and Reviews
LiveAgent is extremely ranked in significant software application evaluation platforms. In contrast to other live chat software application it has a considerably higher number of evaluations.
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In summary, LiveAgent is an extensive aid desk software application that provides a vast array of functions, consisting of live chat, e-mail management, and social networks combination. It is simple to utilize and personalized, making it an excellent choice for services of all sizes.
You can read our evaluation of the finest live chat software application evaluation for alternative live chat services.